How do you manage voicemail and creating of tickets in SNOW if the tools do not integrate? Can you provide examples, etc?

[Dustin M]

Hello all,

My team will be migrating to ServiceNow and a new phone system in the very near future. Unfortunately ServiceNow will be rolled out first which means we still will have voicemails being pulled out of our exchange inbox.  How do you or maybe other companies you know of handle creating tickets for agents to work on based on voicemail? 

Our old way of doing things was one queue for incidents and requests, voicemails were added to that single queue. I am not sure ServiceNow allows for something like this or if I should even pursue it.

Thanks for the help!

[mishu1]

Hi Dustin,

ServiceNow does not have an inbuilt capability to send automated voice calls on its own, it has capability to send SMS messages, Notifications for tickets based on priorities.

However, you can use other third party voice based products like- Twilio, Whispir which can be Integrated with ServiceNow via REST, SOAP API's to send automated voice calls to your Service Desk team.

Regards,

Mishu

Please mark this response as "Helpful", if in case it has resolved your query. 

[Mrigank Gupta]

Check for third party options like Twilio.